Email [email protected] or ask in this chat, and include two things:
Which charge: the invoice number, or the receipt email, or the last four digits of the card that was charged.
The email address used for billing.
That is everything we need. You never need to find Stripe transaction codes (references starting with "pi_" or "ch_"); customers cannot see those, and we do not ask for them. If it is easier, a screenshot of the bank or card statement line works too.
Common refund situations
Charged during a trial. Plan changes take effect and bill immediately, even during a trial. If you were charged unexpectedly while trialing, contact us and we will make it right.
Charged twice. Two subscriptions can exist under different email addresses, most often if a new subscription was created to trial an upgrade instead of upgrading the existing subscription. Send both charges (date and amount) and we will cancel the duplicate and refund up to the prior 90 days of charges if applicable.
Not satisfied with the service. We offer a 45-day satisfaction guarantee. Contact support and we will walk you through it; our cancellation policy explains the details.
Refunds are issued to the original payment method. Once processed, banks typically post them within 5 to 10 business days.